Job Description
Title: Retention Executive
Department: Sales
Location: Sheffield – Hybrid role
Full time, Permanent
Salary: £25,000 - £35,000
Tes is an international provider of digital solutions, which is passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions.
Role overview:
This is a fast-paced customer facing role with the objective of improving the levels of retention of our customer base. By rapidly engaging with customers that have decided to cancel one or more of the services they receive from Tes, you will seek to understand their reasons for cancellation, identify customer pain points and propose solutions to retain them.
Your focus will be on customer and revenue retention, and this is where performance and reward will be focused. You will be assigned accounts on a rotation basis with the other Retention Executives.
You will have expertise in one or multiple software products and will be part of a Retention sales team, which is one of the sales teams within the Tes sales structure selling our range of software solutions. Your product focus may change from time to time.
You will need to be comfortable with a high degree of outbound calling and contact, demonstrating and value-based selling and you will be expected to achieve ambitious customer and revenue retention targets for which you will be highly rewarded.
You will be expected to build and maintain a high level of product knowledge within your product portfolio and be able to demonstrate the software solutions that you are working with to a high level. You will also be expected to have the ability to spot opportunities to Cross-Sell our other solutions into the existing customer base.
You will need to have experience of selling software solutions, be self-motivated, target driven and comfortable operating in a fast-paced environment. Equally, you should be able to respond to internal and external change dynamics and have a good understanding of sales methodology and process.
Whilst you will not directly manage others, you will be a role-model of best practice and will motivate others to action and gain the respect of other team members and the wider sales-team.
Key Responsibilities:
- Meet revenue and customer retention targets and key performance indicators set by the business.
- Make a high number of daily calls with customers who have served notice of cancellation.
- Accurate retention forecasting.
- Maintain the CRM at all times, ensuring detailed notes are captured for use by the Customer Success team (for retained customers) and Software Executives (for future win-back).
- Maintain a high of level market and product knowledge, including competitor offerings and product positioning.
- Apply consistent sales process and methodology to retain customers.
- Work with the Customer Success team to create plans to drive value for retained customers.
What will you need to succeed?
Experience in a high-paced telesales customer retention role.
- Drive for Results – you will strive to achieve and exceed targets set by the business. You will be motivated by this. You will take personal responsibility for delivering your own performance. You will honestly appraise your own performance recognising what needs to be done differently and taking appropriate action.
- Tenacity and dogged determination – the ability to keep going in the face of rejection.
- Excellent oral communication and verbal reasoning skills – an ability to build rapport quickly, ask insightful questions, great listening skills, the ability to be able to handle and deflect objections and the ability to demonstrate Tes’s software solutions expertly.
- Good influencing skills – you will make an immediate and lasting impression on others, you will be able to adjust your communication and selling style to meet the needs of different customers.
- The ability to quickly understand the market, customer base, competition and Tes software solutions - allowing you to understand what keeps different stakeholders up at night and be able to position tailored value propositions to prospective customers.
- The ability to close in a sales environment – asking for and gaining commitment to a next step.
- Aptitude and confidence to deal with different types of stakeholder and varying degrees of seniority. Detail oriented – you will plan and use your time effectively, ensure records in the CRM are always maintained and provide accurate revenue and opportunity forecasts.
- Good team player – you will participate actively in the team.
- Strategic thinking – you will be able to explain how your role contributes to the overall business goals/success.
- Passion for Customers – You will demonstrate a sense of pride in the organisation, brand and products.
What do you get in return?
- 25 days annual leave rising to 30
- 5% pension after probation
- Hybrid working, 2+ days in the office
- Health care cash plan
- State of the art city centre offices
- Access to a range of benefits via My Benefits World
- Discounted city centre parking
- Free eye care cover
- Life Assurance
- Cycle to Work Scheme
- EAP (Employee assistance programme)
- Monthly Tes Socials
- Access to an extensive Learning and Development menu
Who are Tes?
Tes powers schools and enables great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
For more than 100 years, we’ve supported schools and been a champion of great teaching. As education is changing, so are we. We’ve grown to provide a wide range of products to help schools and students flourish.
We work together with teachers and schools to build trusted education solutions that help them to be the best they can be. From safeguarding and compliance, to staff and pupil management, and professional development and SEND provision, our innovative and flexible services help teachers and school leaders worldwide to provide the best education to millions of children.
Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries. Tes brings educators together online so they can share expertise and teaching resources and it provides them with vital information, research and analysis about education via its fully digital Tes Magazine.
Tes is a global company employing over 600 people and operating across 10 offices, including in London, Sheffield, Hong Kong, Sydney, and Dubai.
We are proud of our people centric culture where everyone is driven to achieve the same goal. We are an agile organisation striving for continuous improvement. We invest in our people with extensive learning and development opportunities and support our colleagues with various mentoring and career enhancement programmes.
Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin or on the basis of disability. We invite applicants to contact us directly to identify any additional support required.
www.tes.com/tesglobal
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